Residents' Feedback
What difference have Residents comments made to services?
Sept 2007 You said...We did...
You said...
During a customer panel survey some residents have said they are afraid to make a complaint to SAHA, due to fear of ‘back lash’ or the effect it may have on their record/tenancy with SAHA.
We did…
SAHA want all residents to feel that they can make a complaint freely without any effect at all on their tenancy agreement or position with SAHA, if residents are worried about backlash from other residents, please be assured that your complaint can be made in confidence and the information will not be passed to anyone outside of SAHA without your permission.
You said…
Many Customer Panel Members said the planned new complaints leaflet and complaints form were too complicated and confusing
We did…
We have used Plain English in the new complaints leaflet and new complaints form, to make it much quicker and straight forward for residents to make a complaint.
You said…
Residents from foyers, centres and general needs properties were given a choice of new designs for the residents' newsletter, and were free to choose; firstly if they wanted a new design for their newsletter, and how the new design should look. Residents also suggested what type of articles and information they wanted in their newsletter.
We did…
We selected a new design company to put together the resident’s newsletter, based on this feedback. They now put together each edition based on the consultation with residents.
You said…
Residents from Lawson Street, Preston attended a meeting at the Bolton Office, and had an input into selecting a new company to replace SAHA's website. The residents also choose a new modern design for the website.
We did…
We appointed a company to design the new website, incorporating the preferences of residents. You can give us your feedback on the website, email: haveyoursay@saha.org.uk
December 2007 You said...We did...
You said…
In a Customer Panel Survey residents told us that they measure ‘Value for Money’ by looking at; quality, cost and reliability, with cost being the most important consideration
We did…
We took these, along with other comments made by residents on Value for Money, into account, and fed these into SAHA’s ‘Value for Money Strategy’. The strategy sets out how SAHA operate and provide Value for Money to residents and other stakeholders. You can request a copy by contacting Customer Services.
You said…
You would like to see some additional ‘customer service standards’ adopted in SAHA’s customer service centre. The top two most popular were; ‘contact anyone making a complaint within 10 working days of receiving a response, to find out if they are satisfied’ and ‘contact all new tenants to find out satisfaction of service within 20 working days of moving in’.
We did…
We have introduced a Saturday morning opening, where outbound calls only are made, so many of these extra services can be implemented, we are also working to achieving all 10 of the customer service standards in the near future.
